Services Account Manager

Lenovo; Gurgaon; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Lenovo is seeking a dynamic Services Account Manager – IT Service Delivery to lead end-to-end IT service delivery for enterprise customers across multiple locations, owning governance, incident management, and customer engagement.

The role requires strong ITIL knowledge, experience in service desk and EUC, and proven leadership of geographically distributed teams, with a focus on automation and continuous service improvements.

Qualifications

• Strong experience in IT Service Delivery, IT Operations, Managed Services, or Program Management.
• Deep understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.
• Experience managing Service Desk and End User Computing (EUC) environments.
• Windows Migration.
• SCCM / Endpoint Management.
• BitLocker.
• DLP Solutions.
• Endpoint Security Platforms.
• IT Automation Self-Service Tools.
• Asset Vendor Management.
• SLA / AHT / FCR Management.
• Network Infrastructure including Switches, Routers, Firewalls, and MPLS.

Responsibilities

• Own end-to-end IT service delivery for enterprise customers across multiple locations.
• Act as the primary point of contact (SPOC) for customer IT leadership and key stakeholders.
• Ensure consistent delivery of services aligned with contractual SLAs, KPIs, and business expectations.
• Lead weekly, monthly, and quarterly service reviews with customer leadership teams.
• Build strong relationships with customer IT teams, business leaders, plant IT managers, and commercial heads.
• Drive governance meetings and provide strategic recommendations to improve service quality and user experience.
• Present operational performance, service improvements, risks, and recommendations to senior management.
• Lead and coordinate Major Incidents, ensuring rapid restoration of services and effective stakeholder communication.
• Champion automation and self-service initiatives to reduce repetitive tickets and improve productivity.
• Identify opportunities for process optimization and operational efficiencies.
• Drive continuous improvement programs using ITIL and ITSM best practices.
• Lead geographically distributed Service Desk, Desktop Support, and Field Engineering teams.
• Build a high-performance culture through coaching, training, mentoring, and succession planning.
• Ensure resource availability and business continuity during planned and unplanned situations.
• Prepare and present Monthly and Quarterly Business Reviews (MBR/QBR).
• Track service performance through SLA, AHT, FCR, availability, incident trends, and customer satisfaction metrics.
• Drive compliance, process adherence, and operational excellence across service functions.

Skills

IT Service Delivery

IT Operations

Managed Services

Program Management

ITIL

Service Desk

End User Computing

Automation

Governance

SLA / KPI Management

Network Infrastructure

Education

BE / BTech

Tools

SCCM / Endpoint Management

Windows Migration

BitLocker

DLP Solutions

Endpoint Security Platforms

IT Automation Self-Service Tools

Asset Vendor Management

Job description

Job Description:

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

About The Role

We are looking for a dynamic Services Account Manager – IT Service Delivery who can lead large-scale IT operations, drive service excellence, and act as a trusted advisor to enterprise customers. This role is ideal for someone who enjoys managing complex IT environments, leading high-performing teams, driving automation initiatives, and ensuring world-class end-user support across multiple locations.

You will own service delivery governance, major incident management, customer engagement, SLA performance, continuous improvement programs, and ITSM best practices while partnering closely with business, infrastructure, and application teams.

What You'll Be Doing

Service Delivery Leadership

• Own end-to-end IT service delivery for enterprise customers across multiple locations.


• Act as the primary point of contact (SPOC) for customer IT leadership and key stakeholders.


• Ensure consistent delivery of services aligned with contractual SLAs, KPIs, and business expectations.


• Lead weekly, monthly, and quarterly service reviews with customer leadership teams.

Customer Stakeholder Management

• Build strong relationships with customer IT teams, business leaders, plant IT managers, and commercial heads.


• Drive governance meetings and provide strategic recommendations to improve service quality and user experience.


• Present operational performance, service improvements, risks, and recommendations to senior management.

Major Incident Operations Management

• Lead and coordinate Major Incidents, ensuring rapid restoration of services and effective stakeholder communication.


• Ensure timely management of VIP and VVIP support requirements.


• Collaborate with Infrastructure, Network, Security, Application, and Business teams to resolve critical issues.

Service Improvement Automation

• Champion automation and self-service initiatives to reduce repetitive tickets and improve productivity.


• Identify opportunities for process optimization and operational efficiencies.


• Drive continuous improvement programs using ITIL and ITSM best practices.

Team Leadership

• Lead geographically distributed Service Desk, Desktop Support, and Field Engineering teams.


• Build a high-performance culture through coaching, training, mentoring, and succession planning.


• Ensure resource availability and business continuity during planned and unplanned situations.

Governance Reporting

• Prepare and present Monthly and Quarterly Business Reviews (MBR/QBR).


• Track service performance through SLA, AHT, FCR, availability, incident trends, and customer satisfaction metrics.


• Drive compliance, process adherence, and operational excellence across service functions.

What We're Looking For

Technical Domain Expertise

• Strong experience in IT Service Delivery, IT Operations, Managed Services, or Program Management.


• Deep understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.


• Experience managing Service Desk and End User Computing (EUC) environments.


• Knowledge of:


• Windows Migration


• SCCM / Endpoint Management


• BitLocker


• DLP Solutions


• Endpoint Security Platforms


• IT Automation Self-Service Tools


• Asset Vendor Management


• SLA / AHT / FCR Management


• Good understanding of Network Infrastructure including Switches, Routers, Firewalls, and MPLS.

Leadership Skills

• Strong customer-facing and stakeholder management capabilities.


• Excellent communication, presentation, and governance skills.


• Ability to lead cross-functional teams during high-pressure situations.


• Proven track record of driving operational transformation and service improvements.

Education And Experience

• B.E / B.Tech


• 12+ years of relevant experience.


• This job require 6 days work week.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.